Effective Communication Skills in Managing a Difficult Customer

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Effective communication skills for managing a difficult customer should include not getting involved in what the customer is going through, not taking it personally and apologizing on behalf of the company. Listen carefully to what a difficult customer is trying to say with advice from a business consultant in this free video on customer service.

Part of the Video Series: Business Management & Customer Service
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Video Transcript

My name is Helen Vella, Vella and Associates, business consultant, coach, trainer, and author. Today's segment is about managing difficult customers. Now we all get difficult customers from time to time. As much as we don't want to we do. When you are speaking to them alter your perception of what's going on. Don't get involved with what they're going through. You are only representing your company or your product. Focus on the situation and not the person. If they are being irate just let them vent. Don't focus on taking it personally because they're not aiming at you. They are aiming at what has happened, whether it is a service or whether it is a product so don't take it personally, try to step back from the situation. Apologize on behalf of the company. Again you are not apologizing from you, you are apologizing on behalf of the company and don't abdicate your responsibility. Take on the responsibility especially if you are not the person that actually has to deal with the issue, still take the issue on and say to them that you will find out how you can help them. If you have to pass them on to someone else don't just pass them on to someone else without explaining to the someone else what the situation is because all you are going to do is make the customer even more irate. So listen to them, listen to what they are saying, let them finish what they have got to say first before you answer back. It is very important that you listen to them because that is all they want is someone to listen to them. So there is a few tips today on how to handle difficult customers.

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